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Contact Salama Hosting Support

Need help? The Salama Hosting support team is here to assist you with any questions, issues, or technical problems you may encounter.

We offer several channels for support to ensure you get the help you need as quickly as possible.

Support Channels

Email Support

For general inquiries, technical help, or billing questions:

Email: support@salamahosting.com

We aim to respond within 24 hours on business days.

Tips for faster email support:

  • Use a clear, descriptive subject line (e.g., "Cannot access cPanel for domain example.com").
  • Include your client ID or registered email address so we can locate your account quickly.
  • Describe your issue in detail — include any error messages, screenshots, or steps to reproduce the problem.
  • Mention what you've already tried to resolve the issue.

Live Chat Support

Access live chat through your Client Portal.

Chat with a representative in real-time for fast answers to common questions.

Best for:

  • Quick questions about your account or services
  • Help navigating the client portal
  • Real-time troubleshooting of simple issues
  • Pre-sales inquiries about hosting plans or domains

Availability: Our live chat agents are available during business hours, with extended hours for urgent hosting issues.

Phone Support

You can also reach our team directly by phone:

  • MTN: 0702 499 649
  • Airtel: 0783 975 685

Available during standard business hours: Monday to Friday, 9:00 AM – 5:00 PM (EAT — East Africa Time)

Best for:

  • Urgent issues requiring immediate attention (e.g., website down, email not working)
  • Account verification and sensitive account changes
  • Walk-through assistance for complex configurations
  • Billing and payment discussions

Tip: Have your client ID, domain name, or invoice number ready when you call — it helps us assist you faster.

WhatsApp Support

For quick messages and mobile-friendly support, you can reach us on WhatsApp:

Send us a message with your issue, and our team will respond during business hours. WhatsApp is great for sharing screenshots, error messages, and quick back-and-forth troubleshooting.

Submit a Support Ticket

For complex or account-specific issues, we recommend submitting a ticket through the client area:

Submit a Ticket

Why Use Support Tickets?

  • Detailed tracking: Every ticket gets a unique reference number so you can follow up easily.
  • Priority routing: Tickets are routed to the right department (Technical, Billing, Sales, or Domains) for faster resolution.
  • File attachments: You can upload screenshots, error logs, or other files to help our team diagnose the issue.
  • History: All communication is logged, so you can refer back to previous interactions.

How to Submit a Ticket

  1. Log in to your client portal.
  2. Navigate to Support → Open Ticket.
  3. Select the appropriate department:
    • Technical Support — for hosting, server, or website issues
    • Billing — for payment, invoice, or refund inquiries
    • Sales — for pre-sales questions or new service inquiries
    • Domains — for domain registration, transfer, or DNS issues
  4. Fill in the subject and describe your issue in detail.
  5. Attach any relevant files (screenshots, logs, error messages).
  6. Click Submit.

Ticket Response Times

Priority Typical Response Time
Critical (site down, email outage) Within 1–2 hours
High (service degradation, errors) Within 4–8 hours
Medium (configuration help, questions) Within 12–24 hours
Low (general inquiries, feature requests) Within 24–48 hours

Note: Response times are for business days. Critical issues may be addressed outside business hours.

Billing & Sales Inquiries

For billing-specific questions — invoices, payments, refunds, or account upgrades:

  • Email: billing@salamahosting.com
  • Ticket Department: Select Billing when submitting a ticket
  • Phone: 0702 499 649 / 0783 975 685

For new service purchases, custom hosting packages, or enterprise solutions:

Tips for Getting the Best Support

To help us resolve your issue as quickly as possible, please include:

  1. Your domain name or client ID — so we can identify your account.
  2. A clear description of the problem — what's happening, what you expected, and when it started.
  3. Error messages — copy/paste the exact error text, or include a screenshot.
  4. Steps to reproduce — if you can consistently trigger the issue, explain how.
  5. What you've already tried — this helps us skip repeated troubleshooting steps.
  6. Urgency level — let us know if your website or email is completely down.

Escalation Process

If you feel your issue hasn't been resolved satisfactorily, you can escalate:

  1. Reply to your existing ticket and request escalation to a senior technician or manager.
  2. Call us directly at 0702 499 649 and mention your ticket number.
  3. Email management at info@salamahosting.com with your ticket number and a summary of the issue.

We take every customer concern seriously and aim to resolve escalated issues within 24 hours.

Service Status & Maintenance

Stay informed about server status, planned maintenance, and known issues:

  • Server Status: Check the Announcements section in your client portal for service status updates.
  • Maintenance Windows: Planned maintenance is typically scheduled during off-peak hours (late night EAT) and announced at least 48 hours in advance via email.
  • Emergency Maintenance: In rare cases, urgent maintenance may be performed with shorter notice. You'll be notified via email and portal announcements.

Office Location

Salama Consult Limited Kampala, Uganda

For in-person consultations, please schedule an appointment in advance by calling or emailing us.

Connect With Us

Stay updated with news, tips, and hosting offers:

Quick Reference

Channel Contact Availability
Email support@salamahosting.com 24/7 (response within 24h)
Live Chat Client Portal Business hours
Phone (MTN) 0702 499 649 Mon–Fri, 9AM–5PM EAT
Phone (Airtel) 0783 975 685 Mon–Fri, 9AM–5PM EAT
WhatsApp 0702 499 649 Business hours
Support Ticket Client Portal 24/7 (prioritized response)
Billing Email billing@salamahosting.com Business days

You can track the status of your issue and receive updates directly via email.

Before You Contact Us

Make sure to check our Knowledge Base! You may find step-by-step guides or answers to your questions here:

Tip: Always include your domain name and a detailed description of your issue when reaching out. This helps us resolve your query faster.

Thank you for choosing Salama Hosting — we’re here to support your digital journey!